Patient Access Rep I - Full Time, Days, Morristown, NJ

Atlantic Health System•Morristown, NJ

About The Position

Serves as the first point of contact for patients, families, referring providers, and internal staff seeking behavioral health services. This role is responsible for providing excellent customer service, gathering clinical and demographic information, conducting preliminary screenings, scheduling appointments, and providing referrals or information as appropriate. The representative ensures callers are connected with the right level of care quickly, safely, and compassionately. At Atlantic Health System, our promise to our communities is; Anyone who enters one of our facilities, will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 20,000 team members. Headquartered in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include: Morristown Medical Center, Morristown, NJ Overlook Medical Center, Summit, NJ Newton Medical Center, Newton, NJ Chilton Medical Center, Pompton Plains, NJ Hackettstown Medical Center, Hackettstown, NJ Goryeb Children's Hospital, Morristown, NJ CentraState Healthcare System, Freehold, NJ Atlantic Home Care and Hospice Atlantic Mobile Health Atlantic Rehabilitation We also have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. Atlantic Accountable Care Organization is one of the largest ACOs in the nation, and we are a member of AllSpire Health Partners. At Atlantic Behavioral Health, we know behavioral health plays a significant role in the healing process – not just for patients dealing with mental health disorders or substance abuse, but also for those recovering from injuries, surgeries, diseases, and other conditions. We help them cope with the stress and emotional challenges caused by such physical ailments. Our behavioral health team features highly trained psychiatrists, psychologists, social workers, and licensed clinicians. We provide a variety of mental health services on an inpatient and outpatient basis, including intensive outpatient programs.

Responsibilities

Answer inbound calls in a timely, professional, and compassionate manner.
Gather demographic, insurance, and preliminary clinical information to assess needs.
Conduct scripted behavioral health screening questions (where applicable) to determine appropriate level of care or next steps (e.g., Outpatient, IOP, Partial Hospitalization, Emergency Services).
Document all call details accurately in the electronic health record (EHR) and/or call management system.
De-escalate distressed callers when possible and involve clinical staff when necessary
Route urgent/crisis calls to appropriate clinical staff or crisis teams immediately
Schedule appointments for behavioral health services according to established workflows
Provide callers with information about program services, locations, and hours of operation.
Assist with electronic referrals and manage referral work queues
Ensure accurate and timely data entry into call logs, EHR, and scheduling platforms
Follow up on voicemails and return missed calls within established timeframes.
Participate in training sessions, and quality improvement initiatives.
Maintain confidentiality and comply with all HIPAA and organizational privacy standards.

Benefits

Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
Life & AD&D Insurance.
Short-Term and Long-Term Disability (with options to supplement)
403(b) Retirement Plan: Employer match, additional non-elective contribution
PTO & Paid Sick Leave
Tuition Assistance, Advancement & Academic Advising
Parental, Adoption, Surrogacy Leave
Backup and On-Site Childcare
Well-Being Rewards
Employee Assistance Program (EAP)
Fertility Benefits, Healthy Pregnancy Program
Flexible Spending & Commuter Accounts
Pet, Home & Auto, Identity Theft and Legal Insurance